PureCloud does it all (almost) | TrustRadius

Use Cases and Deployment Scope

Genesys Cloud is being used in our support department internally. We are also an authorized re-seller and are able to implement Genesys Cloud into our customers' environments (to meet various needs or requirements). The needs usually are ACD (or IVR), omnichannel, the ability to use bots, workforce management, open APIs or integrations, etc.

Pros and Cons

API and Integrations.
User Interface/All in one platform.
OmniChannel.

Reporting is lacking.

Return on Investment

Ease of use: Positive.
Call routing: Positive.

Alternatives Considered

RingCentral Contact Center and Talkdesk

Genesys Cloud is the Cadillac of Contact Centers, compared to the others.

Support Rating

7

Lots of follow up required.

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Twilio Flex, ChurnZero

Likelihood to Recommend

It's best suited for a contact center. It's not as well suited for PBX (telephony only) type environments.